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1 Favorite Grown-Up Moments from Season 3 40:54
6 Steps to Building a Customer Insights Program with Shoshana Kordova
Manage episode 485595738 series 3290771
#250 Customer Insights | Matt sits down with Shoshana Kordova, a 3x founding product marketer and former journalist who now helps B2B tech startups craft customer-infused messaging through her consultancy, Peel Product Marketing. Shoshana recently launched a customer insights playbook for the PMM Jetpack, equipping marketers with tools and templates to run more effective customer interviews.
Matt and Shoshana cover:
- Why a customer insights program is more than “just talking to customers” and how to turn interviews into a repeatable system that drives messaging, positioning, and case studies
- How to collaborate across teams (especially with CS and product) to get buy-in and avoid stepping on toes
- The most common mistakes B2B marketers make with interviews and how to get the kind of insights you can actually use
Whether you're a product marketer, content strategist, or leading a GTM team, this episode is packed with actionable takeaways to build messaging that resonates.
Timestamps
- (00:00) - – Intro
- (02:53) - – Meet Shoshana: From Journalism to Product Marketing
- (04:03) - – What Is “Customer-Infused Messaging”?
- (05:48) - – Why Customer Insights Beat Surface-Level Deliverables
- (07:48) - – How to Work with CS and Sales Without Stepping on Toes
- (10:48) - – Navigating Competing Priorities Across Teams
- (13:08) - – Selling the Value of Customer Interviews Internally
- (17:08) - – The 6 Steps to Building a Customer Insights Program
- (19:03) - – Step 1: Aligning Goals with Stakeholders
- (20:43) - – Step 2: Building a Customer Interview Pipeline
- (22:48) - – Step 3: Keeping Stakeholders in the Loop (Hint: Use Slack)
- (28:38) - – Step 4: How to Run a Great Customer Interview
- (34:08) - – Focus on Problems, Not Just the Product
- (36:43) - – Uncovering Real ROI with Better Follow-Ups
- (37:53) - – Step 5: Documenting What Actually Matters
- (40:13) - – How to Organize Insights into a Shared Database
- (43:03) - – Step 6: Putting Insights to Work (Case Studies, Messaging, ICPs)
- (45:23) - – Should You Hire an External Interviewer?
- (47:38) - – What’s a Realistic Interview Cadence?
- (49:08) - – Other Places to Find Customer Insights (When Interviews Aren’t Possible)
- (50:43) - – Final Tips: Mining G2 Reviews, Webinars, and Internal Teams
- (51:57) - – Wrap-Up and Where to Find Shoshana
Send guest pitches and ideas to hi@exitfive.com
Join the Exit Five Newsletter here: https://www.exitfive.com/newsletter
Check out the Exit Five job board: https://jobs.exitfive.com/
Become an Exit Five member: https://community.exitfive.com/checkout/exit-five-membership
***
Today’s episode is brought to you by Walnut.
Why are we pouring all this effort into marketing just to push buyers to a “request a demo” or “contact sales” button?
Come on, today’s buyers don’t want to talk to sales right away. They want to explore your product themselves, see how it works, and understand its value before booking a meeting.
That’s where Walnut comes in.
Walnut empowers marketers and GTM teams to create interactive, self-guided product experiences in minutes. Embed these experiences on your site, in emails, or anywhere in your funnel to let buyers engage on their terms, from awareness to close and beyond.
That's the beauty of Walnut - you're getting a platform that your sales and CS colleagues can use to showcase the product too.
And the best part? You get real intent data—see which features prospects love, where they drop off, and what’s actually driving pipeline. Demo Qualified Leads are the new MQL.
Over 500 companies, like Adobe and NetApp, use Walnut to drive 2-3x higher website conversion rates and 7 figures in pipeline on a yearly basis. So do you want to drive more leads, shorten sales cycles, and actually show your product instead of hiding it behind another typical B2B CTA?
Go check out Walnut.io. And if you tell them Dave from Exit 5 sent you, they'll build out your first demo for free!
286 פרקים
Manage episode 485595738 series 3290771
#250 Customer Insights | Matt sits down with Shoshana Kordova, a 3x founding product marketer and former journalist who now helps B2B tech startups craft customer-infused messaging through her consultancy, Peel Product Marketing. Shoshana recently launched a customer insights playbook for the PMM Jetpack, equipping marketers with tools and templates to run more effective customer interviews.
Matt and Shoshana cover:
- Why a customer insights program is more than “just talking to customers” and how to turn interviews into a repeatable system that drives messaging, positioning, and case studies
- How to collaborate across teams (especially with CS and product) to get buy-in and avoid stepping on toes
- The most common mistakes B2B marketers make with interviews and how to get the kind of insights you can actually use
Whether you're a product marketer, content strategist, or leading a GTM team, this episode is packed with actionable takeaways to build messaging that resonates.
Timestamps
- (00:00) - – Intro
- (02:53) - – Meet Shoshana: From Journalism to Product Marketing
- (04:03) - – What Is “Customer-Infused Messaging”?
- (05:48) - – Why Customer Insights Beat Surface-Level Deliverables
- (07:48) - – How to Work with CS and Sales Without Stepping on Toes
- (10:48) - – Navigating Competing Priorities Across Teams
- (13:08) - – Selling the Value of Customer Interviews Internally
- (17:08) - – The 6 Steps to Building a Customer Insights Program
- (19:03) - – Step 1: Aligning Goals with Stakeholders
- (20:43) - – Step 2: Building a Customer Interview Pipeline
- (22:48) - – Step 3: Keeping Stakeholders in the Loop (Hint: Use Slack)
- (28:38) - – Step 4: How to Run a Great Customer Interview
- (34:08) - – Focus on Problems, Not Just the Product
- (36:43) - – Uncovering Real ROI with Better Follow-Ups
- (37:53) - – Step 5: Documenting What Actually Matters
- (40:13) - – How to Organize Insights into a Shared Database
- (43:03) - – Step 6: Putting Insights to Work (Case Studies, Messaging, ICPs)
- (45:23) - – Should You Hire an External Interviewer?
- (47:38) - – What’s a Realistic Interview Cadence?
- (49:08) - – Other Places to Find Customer Insights (When Interviews Aren’t Possible)
- (50:43) - – Final Tips: Mining G2 Reviews, Webinars, and Internal Teams
- (51:57) - – Wrap-Up and Where to Find Shoshana
Send guest pitches and ideas to hi@exitfive.com
Join the Exit Five Newsletter here: https://www.exitfive.com/newsletter
Check out the Exit Five job board: https://jobs.exitfive.com/
Become an Exit Five member: https://community.exitfive.com/checkout/exit-five-membership
***
Today’s episode is brought to you by Walnut.
Why are we pouring all this effort into marketing just to push buyers to a “request a demo” or “contact sales” button?
Come on, today’s buyers don’t want to talk to sales right away. They want to explore your product themselves, see how it works, and understand its value before booking a meeting.
That’s where Walnut comes in.
Walnut empowers marketers and GTM teams to create interactive, self-guided product experiences in minutes. Embed these experiences on your site, in emails, or anywhere in your funnel to let buyers engage on their terms, from awareness to close and beyond.
That's the beauty of Walnut - you're getting a platform that your sales and CS colleagues can use to showcase the product too.
And the best part? You get real intent data—see which features prospects love, where they drop off, and what’s actually driving pipeline. Demo Qualified Leads are the new MQL.
Over 500 companies, like Adobe and NetApp, use Walnut to drive 2-3x higher website conversion rates and 7 figures in pipeline on a yearly basis. So do you want to drive more leads, shorten sales cycles, and actually show your product instead of hiding it behind another typical B2B CTA?
Go check out Walnut.io. And if you tell them Dave from Exit 5 sent you, they'll build out your first demo for free!
286 פרקים
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